• Fireworks start as a small flame and then burst into spectacular results.  Who in your organization started off doing something small that others embraced and fanned the fire to achieve better than expected results?

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• What individual or team showed influence that enlightened, uplifted and encouraged others?

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• What is your company doing to engage employees and maintain a corporate culture, even though we are apart?

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• How are you managing communications, hiring, onboarding, training, coaching? (The everyday activities that are the fabric of a great contact centre.)

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• What did you do for your customers to help them manage through lockdowns, job losses, unpredictability, long waits, ‘higher than anticipated call volumes’?

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• What have you done to accommodate staff that ‘are home alone’ and those who have to juggle familial responsibilities – kids at home or caring for elderly parents?

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• Have you introduced any new wellness programs to help your employees cope with change and uncertainty?

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• What have you had to ‘unlearn’ to move ahead and grow?

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• When things went wrong, how did you correct and move forward?  

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• From the song - what hurricane happened? What did you do? What was the rainbow? (Gratitude for what eventually went well.)?

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• For the give back – what charity (charities) are you supporting and why?  How has it made a difference in the communities you serve? Are there any stories of a person/family who were helped that you can share?

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These are just some ideas but by no means the only things to put in our submission.  Just think about people or teams in your organization who really make a difference and impact others in a positive way.  Then do your best to desribe why.  

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